Information Technology (IT) Support Officer

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 31,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Employee Contract Type:

Local - Fixed Term Employee (Fixed Term)

Job Description:

This position provides high-quality internal customer service and performs technical support, installation, maintenance and repair of computers and other information systems equipment effective information systems and technology support for the achievement of organization mission and objectives with the end view of creating a balanced customer service focus and accountability.

First Level Support: 

Responds to requests for assistance from a service desk as the first-level support, troubleshooting and resolving computer problems via phone, email, chat, and in person. Escalates issues to next-level support when necessary. 

Service Level Agreement (SLA) Compliance:  

Maintains SLA standards for call closure and resolution, ensuring timely completion of work requests, incident tickets, and other technology tasks as required. 

User Support and Training:  

Provides formal/informal advice, guidance, one-on-one desktop training, classroom sessions, and on-site training for staff. Resolves problems and offers "how to" instructions using online monitoring tools, diagnostic software, reference manuals, vendor resources, and on-the-job experience. 

Operational Improvement:  

Ensures a continuous effort to improve operations, reduce turnaround time, streamline work processes, and collaborates effectively to deliver seamless customer service. 

Hardware Management:  

Manages computer hardware, maintains an inventory listing, performs upgrades, assessments, and configurations. Monitors equipment replacement, pooling, reallocation, and procurement. 

Organizational Contribution   

• Regularly attend Corporate and Team devotion and prayer as part of staff spiritual nurturing    

• Participate in meetings and events such as team and organizational, as necessary    

• Timely submit Performance Agreements that includes Individual Learning and Development Plan and staff spiritual nurture plan, and Annual Performance Reviews    

• Support emergency response, as necessary.    

 

Qualification

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field. Preferred Master’s degree in Data Science, Business Analytics, Computer Science, or Information Systems (preferred but not always required).  

• Fresh graduates with relevant technical knowledge or internship experience may be considered. 

• 0–2 years of experience in IT Support, Helpdesk, Service Desk, Desktop Support, or a similar role. 

• Indonesia (Fluent) , English (Business Proficiency) 

• Willingness and ability to travel domestically and internationally, as necessary. 
• Technical Skills:  
  • Windows 10/11. 
  • Microsoft Office / Microsoft 365. 
  • Google Workspace. 
  • Laptop and desktop troubleshooting. 
  • Printers and peripheral devices. 
  • Wi-Fi and basic network troubleshooting. 
  • TCP/IP, DNS, DHCP, and VPN fundamentals. 
  • User account and password troubleshooting. 
  • Multi-factor authentication. 
  • Remote support tools. 
  • IT ticketing or IT Service Management systems. 
  • IT asset management. 
  • Basic cybersecurity principles. 
•  Soft Skills: 
  • Strong customer-service orientation. 
  • Good troubleshooting and analytical skills. 
  • Clear verbal and written communication. 
  • Ability to communicate technical concepts to non-technical users. 
  • Patience when assisting users with varying levels of technical knowledge. 
  • Ability to manage multiple support requests and priorities. 
  • Attention to detail and accurate documentation. 
  • Willingness to learn new technologies. 
  • Ability to work collaboratively with other IT teams. 
  • Strong sense of responsibility when handling organizational data and technology. 

Safeguarding Policy

WVI implements a Safeguarding Policy as a form of our commitment to protect children and adult beneficiaries. WVI has zero tolerance towards incidents of violence or abuse against children or adults, including sexual exploitation or abuse, committed either by employees or others affiliated with WVI work and WVI also participates in the Steering Committee for Humanitarian Response (SCHR) Inter-Agency Misconduct Disclosure Scheme (MDS).

Applicant Types Accepted:

Local Applicants Only